Technical Support Specialist

Carestream Dental is looking for a Technical Support Specialist based in the United States to deliver technical and application support to customers, field personnel, dealers, and third parties. In this onsite role, you will independently diagnose and resolve client issues, manage escalations, and keep customer impact low through clear documentation in the CRM.

What you’ll do

• Use demonstrated skills in problem analysis, customer relations, organization, telephone etiquette, and effective collaboration with other service and support groups
• Solve common problems and provide immediate solutions
• Support Software Product Family positions with working knowledge of Microsoft Operating Systems
• Follow proper procedures for processing escalations and defects
• Provide input for new products, features, and improvements to product usability and supportability
• Suggest proposed solutions for basic issues in knowledge base content and internal or external documentation
• Provide expert, accurate, and timely solutions for complex customer issues in line with company standards and guidelines
• Escalate issues as needed based on escalation guidelines, including call escalation and handling escalated calls
• Record an entry for every customer contact in the CRM and document issues and resolutions thoroughly
• Maintain and increase quality and technical evaluation scoring
• Perform data analysis and editing of customer data
• Perform proactive calls
• Provide input for training based on call escalations
• Collect data from the customer site following HIPAA guidelines where applicable
• Resolve conversion issues and handle live-line calls, email, chat, or other contact methods as directed
• Notify management on escalations as needed and support efforts to expand product knowledge through training, documentation, and personal research
• Submit proposed solutions to complex issues for internal and external documentation
• Complete shift work as scheduled and perform tasks assigned by your supervisor

Tools and technologies

• Microsoft Operating Systems
• CRM
• Chat
• Microsoft (MS) applications

What you bring

• Excellent verbal and written communication skills, with the ability to make decisions independently
• Ability to work independently, manage competing priorities, and adapt in a fast-paced environment
• Strong organizational, time management, and multitasking skills
• Demonstrated skills in problem analysis, customer relations, organization, telephone etiquette, and effective working relationships with service and support groups

Education and experience

• Required: High School Diploma or equivalent certificate
• Preferred: College Degree or equivalent experience
• Required: 0 to 1 year experience in a technical service-related field
• Preferred: 1 year experience in a technical service-related field, plus thorough knowledge of operating systems and MS applications

Compensation

$45,500 - $47,500 USD annually, including a base salary and target variable incentive. Actual compensation will be determined based on skills, experience, and qualifications.